Terms & Conditions

1.Purpose
1.1. The system installed is intended to mitigate the risk of loss or damage to your premises, and in some instances, safeguard the well-being of those under monitoring, within the capabilities of this equipment type. Nonetheless, we cannot assure that the system is immune to removal, tampering, or cessation by you or any unauthorized individual. In the event of such occurrences, Ark Security Ltd disclaims responsibility for any resulting direct or indirect losses you may incur.

2.Payment
2.1. Payment is due 7 days from the date of the invoice received.
2.2. Interest and collection fees will be liable on overdue accounts.
2.3. All equipment remains the property of Ark Security Ltd. until full payment is received.

3.Costs
3.1. All quotes are valid for a period of 14 days unless defined in the quote.
3.2. The quoted costs may be revised if:
3.2.1.You require the work to be carried out more urgently than agreed.
3.2.2.You change the specification.
3.2.3.Your premises are in some way unsuitable for the equipment and this was not apparent during the course of the telephone/e-mail conversation or there are circumstances which we should have been made aware of.
3.2.4. Any other special circumstances that arise and we were not made aware of in writing when supplying our original quotation arose. This includes:
3.2.4.1. Re-visits of the installer/technicians/engineer for reconfiguration of the system.
3.2.4.2. Remote viewing, where the customer is responsible for the availability of a broadband internet service, a router that provides the ‘PORT-FORWARDING’ function and a public (static) IP address.
3.3. The installation work is outside the working hours of 8.00am – 5.00pm Monday – Friday, except statutory holidays. Requests made by the customer to install outside these working hours will incur additional charges.
3.4. When labour times and cable lengths have been quoted, the amount is always estimated and they might not be completely accurate. They will be invoiced after the job is completed.
3.5. Engineers may be required to deviate from standard installation practices. Exceptions are only applicable if explicitly mentioned in the Works Schedule or communicated to us in writing during the original quotation phase. Installations should ideally occur in readily accessible areas, eliminating the necessity for supplementary labour.
3.6. Quote pricing does not include: electrician work, locksmith work, underground cabling, redecoration, building work, removal of floorboards, carpet lifting/laying, erecting poles, cable containment, exceptionally high ceilings, drilling through walls thicker than 250mm.
The extras above will be provisional cost to you, and it will be invoiced when we put the system in.

4.Equipment
4.1. Should you wish to cancel an installation that you’ve arranged online or over the phone, you are entitled to a 7-day cooling-off period. During this time, you can cancel for any reason and receive a full refund. Your cooling-off period commences the day after you enter into a contract with us, whether verbally or otherwise.
4.2. In order to maintain consistency in installation, quality, and service, our engineers will conduct pre and post-installation checks on the equipment. Additionally, they will take photographs of completed installations for documentation purposes.

5.General
5.1. By receiving a verbal/written quote, written invoice, or doing business with us, you agree to all of our terms and conditions and privacy policy.
5.2. When you agree with our terms and conditions, you guarantee that you have full authority to allow the installation and no other consent is needed.
5.3. Prices quoted on this site for our ‘CCTV and Alarm Systems’ are valid for installations in Hamilton and the 30km surrounding area. For locations outside of this area, prices are available upon request.
5.44. We will endeavour to deliver and/or complete security systems as soon after receipt of an order as possible but cannot accept any responsibility or liability whatsoever for any claim arising in connection with any delay in delivery or completion howsoever caused.
5.5. You agree to give us and our workers full access to your premises to survey, measure, install, test and service the equipment. You also agree to provide an adequate electricity supply and internet connection for the equipment to operate correctly. If our work is interrupted or delayed because of a problem with access, or the electricity or proper internet supply is inadequate, we may make an additional charge. We are not liable if completion is delayed due to circumstances beyond our control.
5.6. You consent to granting our engineers permission to capture non-identifying photographs of your installation for potential publication on our website and digital platforms, which may include social media channels.

6.Guarantee/Warranty
6.1.Products Warranty:
We provide up to 3 years of warranty for our CCTV products and up to 2 years of warranty for our alarm products. Exact warranty periods vary from product to product. You can ask us about the specific product to get information about the exact warranty period.
6.1.1. If a fault occurs with the security system, the customer must promptly notify us via our support email or telephone number. We will endeavour to repair the fault as soon as possible upon receiving notification.
6.1.2. We guarantee to repair/replace faulty product/s in the installed system free of charge within the warranty period from the installation date. However, this guarantee excludes matters stated in the conditions below.
6.1.3. The warranty does not apply in cases where we suspect changes have been made to a system/product supplied by our company or to faults caused by the following:
6.1.3.1. Incorrect adjustment or positioning by the customer or others of any system part.
6.1.3.2. Failure of consumable items with a finite life, such as internal hard disk drives.
6.1.3.3. Products added to the CCTV or Alarm system that are not directly supplied by us.
6.1.3.4. Products with software compatibility issues.
6.1.3.5. Work performed by police, fire, or other authorities, or by any telecommunications agency or other party.
6.1.3.6. Changes in configuration by other parties (Telecoms, Internet providers, etc.).
6.1.3.7. Products that have been misused, altered, or damaged due to improper handling .
6.1.4. If a fault or malfunction in the system is caused by the user and not by a defective part or installation, a call-out fee will be charged. For example, if an engineer attends to assess a ‘no video’ issue caused by the customer accidentally cutting or disturbing the installation cables/components, a fee will be applicable. However, if upon investigation, a faulty part is found, it will be repaired or replaced within the warranty period at no additional cost.
6.1.5. The warranty applies exclusively to products and does not cover any costs related to labour, travel, freight, etc.
6.2.Workmanship Warranty:
All workmanship performed by Ark Security Ltd is warranted to be free from defects for a period of 12 months from the date of installation or repair (“Workmanship Warranty Period”). This workmanship warranty covers only faults arising directly from the work carried out by Ark Security Ltd. It does not cover defects resulting from misuse, neglect, external damage, environmental factors, animal/insect infestation, or any interference by third parties.
7.Remote Viewing & IT Issues
If remote viewing configuration cannot be completed on the scheduled installation day due to IT technical issues, or lack of necessary details such as Router IP address, username, and password, additional charges will apply for remote configuration or revisits to complete the setup. We cannot be held responsible for client IT issues, including changes in routers, failed connections, switches of internet service providers, router resets, new mobile phones, loss of router settings, or updates to operating systems.

8.Liability
8.1. We shall not be liable, unless due to our own negligence for the costs of any work, repairs or replacement of equipment which results from fire, electrical power surge, storm, flood, accident, neglect, misuse or malicious damage.
8.2. We do not warrant or represent that the operation of the installation will be uninterrupted or error-free. We provide the system to assist in the security of the customer’s premises but do not thereby warrant the security of the property, the customer or the contents therein.
8.3. We do not act and shall not be deemed to act as an insurer of the customers property or contents contained therein and give no warranty that by virtue of the installation of the system, the property or contents contained therein are completely secure or inviolable.
8.4. We do not accept any liability whatsoever for any consequential loss or damage (including loss of earnings or profits) which may arise from any malfunction or defect of the system.
8.5. In case of damage during the installation process, we repair the damaged part/area of the item/property at its cost. If the item cannot be repaired, we will resolve the problem by crediting the customer with the item’s present used cash value upon payment for the service. For example, if a technician damaged the ceiling paint or drywall while running a cable in the ceiling cavity, we will repair the damage and paint the ceiling locally with the best matching colour and workmanship. We cannot guarantee that the new paint will match the old paint perfectly. We do not paint the whole ceiling, either.
8.6. The terms and conditions given in this contract do not affect your rights under The Consumer Guarantees Act (CGA).

9.Force Majeure
We are not responsible for any inability or delay in fulfilling this agreement when such circumstances are beyond our reasonable control, such as acts of God, war, strikes or labour disputes, embargoes, government directives, or any other force majeure event.

10.Applicable Law
This contract is governed by the laws of New Zealand.

11.Complaints Procedure
We aim for your satisfaction with every purchase from us. However, if there’s anything you’re dissatisfied with, we encourage you to inform us so we can address the issue. Initially, please reach out to us by calling 027 278 2721. If you prefer not to discuss matters over the phone, you may also contact us through our email: support@arkprotectionpower.com Upon receiving a complaint, a response will be promptly issued to the customer within 5 working days. In instances where the complaint is more complex, and a comprehensive response cannot be provided within this time-frame, the customer will be contacted within 5 working days to be informed of the situation.

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